Team Leader

3 days ago

Bayan Lepas, Malaysia Teleperformance Full time

Qualifications:
Team Leads shall meet or have the following education, work experience and other
recommended requirements:

- 3 + years experience at handling customers within service/technical fields.
- Fluent, have acceptable accents, and speak clearly and understandably in each of
the language(s) in which the Services are provided, as well as in English where
required as a second language for the provision of Services.
- Ability to explain what's driving their teams' performance in a concise and data
driven way.
- Ability to identify and grow talent, lead, motivate and coach direct reports.
- Proven ability to identify training needs and support development of programs.
- High level of integrity as demonstrated personally and professionally.
- Proven ability and passion to coach in one-on-one and also in a team setting with a
clear data driven approach and tangible output for agents to improve.
- Outstanding customer service skills.
- Excellent written and verbal communication skills. Comfort communicating with all
levels of management and able to adjust messaging to different target audiences
with to-the-point communication.
- Excellent organizational skills and detail-oriented approach to problem solving
- Demonstrated proficiency in multi-tasking and prioritization.
- Clearly demonstrated passion for ensuring the success of Facebook’s culture of
excellence and commitment to quality and customer service.
- Previous personnel management experience with service/technical fields within Call
Center environment or tech/service/sales industry o Familiarity with project
management
- Moderate understanding of business process improvement methods.
- Understanding of departmental policies and procedures

**Responsibilities**:
Team Leader's responsibilities include but are not limited to the following:

- Facebook’s expectation of team leads is that 70% of their time is dedicated to
coaching, shadowing and supporting their agents directly. Effective use of key
dashboards and call activity reporting to ensure excellent performance rigor.
- Ability to identify and grow talent, lead, motivate and coach direct reports in order
to establish and develop an effective team; identify outliers and manage the team’s
performance to continuous KPI achievement.
- Managing day-to-day operations - ensure consistent quality and productivity across
consistent performance according to the relevant service level metrics or
revenue/funnel goals.
- Strong communication to ensure quarterly strategy as well as monthly and weekly
priorities are understood and adhered to by agents. Able to adjust messaging to
different target audiences (agent, Ops Manager, Facebook) with to-the-point
communication.
- Able to adapt quickly to changes in workflows/processes/procedures/product
features.
- Proactively share existing bottlenecks and challenges with quantified impact on
operations to allow appropriate prioritization.
- Able to clearly outline current performance drivers of their market and actions to
improve.
- Maintain a professional and personable demeanor at all times

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